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Team Leader

Ebene, MU, -

SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in 10 countries in Europe and Mauritius. Our goal? We bring people solutions to life. So companies of any size can turn Human Resources into a source of value for the business and the people in it. Our people solutions span the entire employee journey, from getting people paid to attracting, rewarding, and developing talent.

Long Description

JOB PURPOSE:
 The purpose of this role is to lead and manage team members to achieve the delivery of service excellence.  This will include setting and measurement of individual and team objectives, identification of skills needs and the organization or provision of appropriate training to enable team members to make the required contribution to business objectives.


KEY ACCOUNTABILITIES:

• Establish and maintain project management
• Drive customer satisfaction by providing high quality of service
• Coach and mentor team members
• Proactively highlight risks and provides with a set of plans and options
• Manage SLAs
• Root cause analysis of defects and issues
• Ensure that complaints are proactively managed to a resolution.
• Establish metrics to drive continuous improvement of work area(s). • Seek and respond to development feedback
• Ensuring that their team members are skilled to the appropriate levels necessary to perform their roles effectively.
• To undertake regular personal reviews and to assist the team members in the completion of their Personal Development Plans so that they can provide a more complete service to the customers.
• Hold regular, structured team meetings encouraging team participation throughout.
• Actively promote and share the key company strategies and messages from the Senior Leadership Team, delivering and driving them positively and appropriately through their team.
• Manage the team activities to ensure the provision of a profitable, quality service and retention of the customer base.
• Deputizing as and when necessary for the Service Delivery Manager – this includes liaison and responses to Operations Director’s requests, working side by side with the other SDMs and having the confidence (backed by SDM delegation) to make relevant decisions.
• Monitor and control the team’s expenditure and revenue generation to ensure contribution to achievement of Operational Businesses financial targets.
• Establish and maintain effective internal and external communication channels to ensure the availability and dissemination (where appropriate) of relevant information.
• Compile and deliver team performance statistics as required by Service Delivery Manager.
  • Require minimal supervision on the job
• Works independently with functional/ business requirements and follow principles of project
• management and quality guidelines when designing and implementing a solution
• Refers to supervisor typically for exceptions

KNOWLEDGE, TECHNICAL SKILLS, QUALIFICATIONS & EXPERIENCE

• HSC and Degree holder
• At least 2 – 4 years of experience in managing a team
• Computer literate. (Word, Excel, PowerPoint, Outlook, Internet Explorer)
 
 Basic Skills:

 English Communication, Verbal and Written
• Analytical
• Problem Solving
• Influencing
• Motivation
• Team Player/Focus
• Customer Service orientation
• Presentation
• Resilience
• Listening
• Delegation
• Meeting Objectives
• Initiative
• Innovative
• Adaptability
• Flexibility
• Planning & Organizing
• Decision Making
• Quality Orientation
• Information Gathering
• Ethics and Standards

Description

Think and Act Outside-In - Manage Business: 

Build expertise with focus on the customer. The curiosity and eagerness to be close to trends and innovation and to develop and make this expertise available for customer solutions.

Agility - Manage Change:

From Service transaction to Customer journey. The ability to assess the client’s situation, fundamental wishes and needs, also in unstructured context, and to add more value then the customer expected throughout the full customer journey and over omni channels.

Connecting - Manage People:

The ability to collaborate effectively without boundaries (across teams, countries, languages, tools,…), colleagues, customers and network with his/her expertise, confidence and style.

SD Worx offers you, besides a competitive salary and benefits package, the autonomy and flexibility to take ownership of your work.  With the possibilities of flexible working hours, homework, working from other offices,… you can organize your own work.

For us, learning and innovating are like breathing, inspiring us to always go beyond.  We offer multiple trainings, projects… where you will learn from experts or in practice. From the start you will be engaged in your team, where we share knowledge, talents and celebrate our differences.

From many places, we work as one, moving from better to best together.

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